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Tom Becker

VP of Customer Experience · Volt Utilities
Hard
ScenarioChurn save

An existing customer signaling they want out — low usage, frustrated, maybe already shopping. Pure defense, no expansion upside to lean on.

Performance

StrongAssessment11:00

Owned the failure, earned a second chance

A strong recovery on a call that opened half-lost. Alex absorbed the frustration without defensiveness, got Tom to name the real failure, and reframed switching as buying the same risk again. He earned a two-week remediation window with a named owner, a credible save. What keeps it from excellent is the close: he never touched the price gap and left the wider decision-makers a little loose.

Strengths
  • Owned the failure cleanly instead of getting defensive
  • Diagnosed the root cause, missing KB grounding, not just the symptom
  • Closed on an accountable remediation plan with an owner and a checkpoint
Focus areas
  • Never addressed the price gap to Bland with a concrete commercial gesture
  • Soft on confirming who else at Volt is in the Bland decision
  • Could have locked a tighter consequence if the two-week fix falls short

Transcript